As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge
management for its support agents. Several months after the implementation, CK
management
notices an inconsistency in reported customer satisfaction. Key performance Indicators
(KPIs) show a
decrease; however, many customers have provided testimonials about great support
experiences.
Which KPI could help explain the disparity?
A. Measure cases with and without articles attached with high CSAT scores.
B. Measure cases with and without articles attached with high net promoter scores (NPS),
C. Measure cases with and without articles attached based on case status.
A. Measure cases with and without articles attached with high CSAT scores.
Explanation:
🧠 Why This KPI Is the Right Fit
Customer Satisfaction (CSAT) is a direct measure of how customers feel about their support experience. To understand the impact of Knowledge usage, you should:
Compare cases where agents used Knowledge Articles vs. those where they didn’t
Analyze CSAT scores for both groups
Identify whether Knowledge usage correlates with higher or lower satisfaction
🔹 This KPI helps answer:
Are agents using Knowledge effectively?
Is Knowledge improving or hurting the customer experience?
Are high CSAT scores linked to article usage?
This could reveal whether Knowledge adoption is inconsistent or if some agents are using outdated or irrelevant articles.
❌ Why the Other Options Don’t Fit B. NPS Net Promoter Score measures long-term brand loyalty, not immediate support satisfaction. It’s less actionable for case-level analysis. C. Case Status Case status (e.g., Closed, Escalated) doesn’t explain customer sentiment. It’s operational, not experiential.
🔍 Real-World Insight
Salesforce recommends tracking:
Article usage per case
CSAT correlation with Knowledge
Agent adoption and article relevance
📘 Salesforce Help: Knowledge Article Usage Reports